Product Manager (Specialist), AI Voice & Contact Center

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Product Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. At Salesforce, we’re redefining how companies deliver customer support—and it starts with our own platforms. The Voice Engineering team builds and operates the global contact center systems that power Salesforce Customer Support, enabling fast, intelligent, and seamless experiences for millions of customers worldwide. As a Product Manager , you will lead the strategy, roadmap, and delivery of next-generation voice and contact center capabilities, including AI-powered experiences such as conversational IVR, intelligent routing, and automation. You’ll work at the intersection of product, engineering, and operations to improve both customer experience and agent productivity at scale. This role offers a unique opportunity to innovate in a real-world, high-volume environment—designing and deploying solutions internally before they are brought to market. What You’ll Do Drive Product Strategy Define and execute the product vision and roadmap for voice and contact center capabilities Identify opportunities to improve customer experience, reduce wait times, and increase agent efficiency Translate business needs into scalable product features, including routing, automation, and AI-driven voice solutions Own Product Delivery Lead the end-to-end product lifecycle—from discovery and prioritization through delivery and iteration Partner closely with engineering teams to build scalable, reliable, and high-performing solutions Drive adoption of AI-powered capabilities such as conversational IVR and intelligent automation Enhance Customer & Agent Experience Design modern contact center experiences, including: Intelligent routing to connect customers to the right agent faster Seamless call transfers with full context Natural, conversational voice interactions Continuously improve agent workflows to increase productivity and reduce friction Collaborate Cross-Functionally Work closely with Customer Support, Engineering, and Product teams to deliver impactful solutions Align stakeholders around priorities, trade-offs, and roadmap decisions Contribute to early-stage innovation and testing of new capabilities Leverage Data & Insights Use data, metrics, and user feedback to inform product decisions and drive continuous improvement Monitor performance and partner with engineering to enhance reliability and scalability Qualifications Experience in a Product Manager or Associate Product Manager role Strong understanding of contact center or customer support technologies , such as IVR, conversational AI, or routing systems Experience working in Agile environments and delivering products in fast-paced settings Strong stakeholder management and communication skills Data-driven mindset with the ability to use metrics to guide decisions Nice to Have: Experience with Salesforce or similar CRM platforms Familiarity with AI-driven customer support tools Salesforce certifications (e.g., Admin, Platform App Builder) Why Join Salesforce? Work on mission-critical systems that support millions of customers globally Be at the forefront of AI-driven customer support innovation Collaborate with world-class teams across product, ... (truncated, view full listing at source)